Customer Support Senior Team Leader

We are seeking a dynamic and experienced Customer Support Senior Team Leaderto join our growing team. In this role, you will be responsible for leading a team of customer support representatives to ensure the delivery of exceptional service to our customers.

Key Responsibilities:

• Lead, mentor, and motivate a team of customer service representatives to meet and exceed performance goals;
• Act as a key escalation point for complex customer issues, ensuring timely and effective resolution;
• Monitor and analyze key performance indicators (KPIs), including customer satisfaction (CSAT), response time, handling time, and service level agreements (SLAs);
• Implement strategies to optimize efficiency, reduce response times, and improve service quality;
• Identify opportunities for process enhancements to streamline workflows and improve customer experience;
• Collaborate with the quality assurance and training teams to refine customer service strategies;
• Work closely with senior management, clients, and cross-functional teams to align customer service initiatives with business objectives;
• Provide detailed reports on team performance, challenges, and strategic recommendations.

Qualifications & Skills:

• Experience: 5+ years in customer service, with at least 2+ years in a leadership role.
• Industry Knowledge: Strong understanding of customer support best practices, service technologies (CRM, ticketing systems, chatbots, etc.), and KPI management.
• Leadership & Coaching: Proven ability to mentor and develop teams, fostering a high-performance culture.
• Communication & Problem-Solving: Excellent verbal and written communication skills, with the ability to handle escalations and drive resolution.
• Adaptability & Decision-Making: Ability to make data-driven decisions in a fast-paced, evolving environment.

Benefits:

• Competitive salary and benefits package.
• Opportunity for career growth and advancement.
• Work with a talented and diverse team in a collaborative environment.
• Make a meaningful impact on customer satisfaction and business success.
• Ongoing training and development opportunities.

If you are a motivated leader , we would love to hear from you. Apply now to join our team as a Customer Support Senior Team Leader!